{"title":"Can I Trust You? An Exploration of the Role of Trust in Hospitality Service Settings","authors":"G. Lovell","doi":"10.1080/14790530902981548","DOIUrl":"https://doi.org/10.1080/14790530902981548","url":null,"abstract":"This paper focuses on the concept of trust as it applies to service encounters in hospitality settings. The view of hospitality employees as dull and low-skilled bears on their performance as a participant in the service transaction. Perceived through this lens, employees are subject to an atmosphere of direct control and a management focused on financial metrics. This impacts on the way the employee is treated by management and by guests, and the way the employee feels about themselves in their employment, yet, they perform extraordinary feats of kindness and generosity for guests. This paper proposes that trust underpins the employee relationship with guests and is the humanising factor in the transaction. The paper explores the meanings, definitions and uses of trust and demonstrates how these differing meanings are applied within hospitality organisations.","PeriodicalId":130558,"journal":{"name":"Tourism and Hospitality Planning & Development","volume":"102 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116675546","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"A Display of Candy in an Open Jar: Portraying Sexualised Labour in the Hospitality Industry Using Expressive Phenomenology as Methodology","authors":"G. Wijesinghe","doi":"10.1080/14790530902981522","DOIUrl":"https://doi.org/10.1080/14790530902981522","url":null,"abstract":"Scholars argue that there is a need for more qualitative research geared towards theory building to be employed in the study of tourism and hospitality phenomena in order for the knowledge within this field to progress further. The aim of this paper is to discuss the usefulness of this phenomenological study to advance knowledge in the field of tourism and hospitality. The paper introduces the expressive phenomenological research framework as a useful methodology to investigate real life experiences of practitioners and to gain plausible insights into their experiences. Expressive phenomenology which is a qualitative approach uses language to portray what an experience is like and to interpret its meaning in order to arrive at an in-depth understanding of the experience. This study outlines six steps that can be used to apply expressive phenomenology to a research inquiry. An illustrative example of how these steps are applied to an episode of practice from the hospitality industry is given. The example that is chosen here is a typical and significant episode relating to sexualised labour in the hospitality industry. A strong element in this experience is the way in which the hotel implicitly sexualises the receptionist-guest experience. Phenomenology is especially useful in studying this practitioner experience as there appear to be no “real-life stories” from the front desk that portray the experience of reception work in a scholarly way. The insights gained from this experience have implications for advancing research addressing sexual harassment in the workplace. The paper concludes by highlighting the importance of phenomenological studies to advance knowledge in the field of tourism and hospitality.","PeriodicalId":130558,"journal":{"name":"Tourism and Hospitality Planning & Development","volume":"10 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"123789826","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Ethnography, Ethnographers and Hospitality Research: Communities, Tensions and Affiliations","authors":"P. Lugosi","doi":"10.1080/14790530902981431","DOIUrl":"https://doi.org/10.1080/14790530902981431","url":null,"abstract":"This paper examines the professional and moral positions of ethnographers located in institutions specialising in hospitality management. The paper considers the notion of ethnographic subjectivity and argues that ethnographers working in various paradigmatic contexts have differing relationships with the principles and practices of social science, organisation studies and commercial activity. It is suggested that they are simultaneously members of disparate communities with conflicting norms and values. The paper identifies the cultural and institutional forces that shape the absence, presence and the potential future of ethnography in hospitality management research.","PeriodicalId":130558,"journal":{"name":"Tourism and Hospitality Planning & Development","volume":"32 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134477285","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Proposing Video Diaries as an Innovative Methodology in Tourist Experience Research","authors":"Naomi Jane Pocock, A. Zahra, A. McIntosh","doi":"10.1080/14790530902981480","DOIUrl":"https://doi.org/10.1080/14790530902981480","url":null,"abstract":"Tourism is a highly visual experience, yet word-based approaches dominate travel and tourism research methods. Video diaries are one innovative methodology to understand the tourism experience; they capture visual and verbal representation of the participant's reality, as participants choose the scenes worth filming based on personal meaning. This approach is therefore underpinned by the ontological hermeneutic assumption that understanding and interpretation are part of human existence, and that participants may therefore interpret their own experiences. A research project interpreting “home”, a complex, value-laden and personal concept, among returnees from long-term travel is presented here to demonstrate the execution of ontological hermeneutics through video diarising methodology, supplemented by conversational interviews based on empathic understanding through active listening. In short, video diaries are argued here to supplement traditional word-based approaches used in tourism research in order to privilege an insider's perspective of the tourist experience.","PeriodicalId":130558,"journal":{"name":"Tourism and Hospitality Planning & Development","volume":"22 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"121763941","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Hospitality as a Human Phenomenon: Host–Guest Relationships in a Post-Conflict Setting","authors":"S. Čaušević, P. Lynch","doi":"10.1080/14790530902981498","DOIUrl":"https://doi.org/10.1080/14790530902981498","url":null,"abstract":"This paper explores relationships between the diaspora and the new hosts in the context of the post-conflict setting of Bosnia and Herzegovina. The complexity of this particular relationship cannot be conceptualised through the commercial lens of the host–guest relationship due to the transformability of the roles of the hosts and the guests in this particular context. The host–guest relationship is a social phenomenon. The study therefore suggests conceptualising host–guest relationships through the hospitality social lens framework. The study adopts a critical theory perspective, which creates emancipatory knowledge, giving voice to those themes and issues usually overlooked and marginalised, i.e. understanding host–guest relationships as a social phenomenon, not just a commercial transaction. This study recovers some of those marginalised perspectives through the interviews conducted with tourism decision makers in Bosnia and Herzegovina and overt participant observations of the guided tours in which the Bosnian diaspora took part.","PeriodicalId":130558,"journal":{"name":"Tourism and Hospitality Planning & Development","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131534755","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Classifying Commercial Home Hosts Based on their Relationships to the Home","authors":"Majella Sweeney, P. Lynch","doi":"10.1080/14790530902981563","DOIUrl":"https://doi.org/10.1080/14790530902981563","url":null,"abstract":"This paper reports on a study which investigates the host–home relationship within the commercial home, and proposes a typology of commercial home hosts. Previous studies have identified types of small business owners and home owners and here more specifically to the hospitality context, a host categorisation is explored. The relationship of the host to their commercial home is explored using interviews, observations and discussions of the relationship facilitated by photographs of the property. Findings identify five types of commercial home hosts: the economic host, the eco-socio host, the socio-eco host, the social host and the ego host. The typology is explained and discussed.","PeriodicalId":130558,"journal":{"name":"Tourism and Hospitality Planning & Development","volume":"50 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-08-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"126622313","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"“Other People, Other Times and Special Places”: A Social Representations Perspective of Cycling in a Tourism Destination","authors":"J. Dickinson, D. Robbins","doi":"10.1080/14790530902847095","DOIUrl":"https://doi.org/10.1080/14790530902847095","url":null,"abstract":"A social representations framework and a mixed methods approach was used to analyse cycling in a UK destination (Purbeck, Dorset). An initial exploratory interview phase provided in-depth knowledge of social contexts and facilitated a subsequent quantitative phase employing travel diaries and a questionnaire survey. Cycling was considered a leisure practice frequently associated with “other” people that was marginalised, isolated from everyday life and situated in other places at other times. While there is potential for cycling to be developed as a tourism product, the need to transport cycles to special places makes it questionable as a sustainable practice. The findings show how, in the absence of actual experience of cycling, social conceptions shape people's knowledge of cycling and the potential for cycle use.","PeriodicalId":130558,"journal":{"name":"Tourism and Hospitality Planning & Development","volume":"27 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"125877610","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Air Transport, Climate Change and Tourism","authors":"A. Bows, K. Anderson, P. Peeters","doi":"10.1080/14790530902847012","DOIUrl":"https://doi.org/10.1080/14790530902847012","url":null,"abstract":"Air transport plays an ever more important role in tourism. However, air transport already has a 40% share of all tourism CO2 emissions and 54–75% of radiative forcing (UNWTO, UNEP, WMO, 2008, figures for 2005). Furthermore, the EU Commission wishes to play its part in ensuring global temperatures do not rise by more than 2°C above pre-industrial levels by reducing greenhouse gas emissions by 60–80% by 2050 from 1990 levels. Although the EU accepts that emissions from the aviation industry are important, it remains ambiguous as to whether or not its emission-reduction target includes this ever-growing sector. Furthermore, by using percentage reduction targets, the EU neglects the crucial importance of both cumulative emissions and carbon-cycle feedbacks. This paper aims to address both the target's deficiencies and the likely contribution that technology can make to improving aviation fuel efficiency by quantifying the contribution of the aviation industry to future EU climate change targets in relation to CO2 alone. This paper demonstrates that, despite a variety of technological options available to improve fuel efficiency within the aviation industry, current high rates of growth are locking aviation into becoming a very significant contributor to the EU's climate change emissions within the next few decades. Furthermore, the consequences of these findings for the future of tourism are discussed.","PeriodicalId":130558,"journal":{"name":"Tourism and Hospitality Planning & Development","volume":"13 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"131704374","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
{"title":"Canada's Tourism Industry—Mitigating the Effects of Climate Change: A Lot of Concern but Little Action","authors":"Rachel Dodds, S. Graci","doi":"10.1080/14790530902847046","DOIUrl":"https://doi.org/10.1080/14790530902847046","url":null,"abstract":"A case study conducted with the Canadian tourism industry identified that the level of awareness and participation in climate change mitigation strategies is low and that there is a need for further action if Canada is to position and market itself as a destination which is taking responsibility for climate change. This study used a qualitative approach that consisted of 24 in-depth interviews with Provincial Deputy Ministers of Tourism, other federal and provincial agencies, marketing bodies and industry associations across Canada. Results indicate that despite a relatively high level of awareness about climate change, the implementation of mitigation strategies was piece-meal in its approach. This non-regulatory approach to climate change action indicated that several small initiatives were taking place without significant collective action. This paper concludes that without national leadership on this issue, there is limited action occurring. A comprehensive, national regulatory framework is required in order to move the agenda forward to be able to market Canada as a responsible destination with regard to climate change.","PeriodicalId":130558,"journal":{"name":"Tourism and Hospitality Planning & Development","volume":"91 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2009-04-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"130197613","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}